Why corporate training?
“Education is the kindling of a flame, not the filling of a vessel.” ― Socrates
What we think affects our actions through a complex interplay of conscious and sub-conscious mind. Many studies and experiences in sport and in the workplace point to instances where thinking determines performance, where people outperform their own expectations by changing or managing their thinking. Most sports people will tell you that when your body is trained and primed to a fit state, improved performance is determined not by more action but by thinking. Even your training quality is impacted by thinking.
The reverse is also the case in that, what we do affects our mind and heart—our thinking and our feeling. Recent research suggests that with the numerous neurons in our "gut", our gut feeling, gut instinct and muscle memory may be full-fledged thinking from a second brain.
So, knowing all this, the question is: how do you intend to train the minds of your people to want to give excellent service, equipped with a few essential building blocks?
How we can help you optimise your employee's potential
“That’s been one of my mantras – focus and simplicity. Simple can be harder than complex: You have to work hard to make your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.” – Steve Jobs
Ruuvand training acknowledges and draws on the learner’s potential, giving simple pointers to find their way to actions that will become habits. Our training is therefore tailored to your needs and comes with 1:1 coaching on the job, to embed learning in action.
Whether you want excellence in customer experience for your clients and colleagues or you want to build awareness of project management behaviours, make contact today and see how we can help you optimise your potential.
Case study: Customer excellence service workshop
We were engaged by a medium-sized public-private client whose strategic objective was to be a top quartile performer in its peer group and improve its performance indicators. They wanted a “fierce drive for excellence in our services and homes” and “commitment to clear communication and acting on what we hear.” Customer Service Excellence was therefore the key focus for our services. More specifically, the client wanted to reduce the reputational risk and the cost of repeat building maintenance jobs when service failures result in dissatisfied customers. It wanted to make significant progress towards hitting an overall resident satisfaction target of 90% from 70% at the last formal survey. The client also wanted its contact centre staff to successfully close calls in an average 5 minutes.
We undertook an observation diagnostic, ran workshops for all employees and 2 contractors and coached key front-line staff.
KPIs tracked in the 3 months since training showed improved: Satisfaction with last repair; Ease of reporting repairs; Helpfulness of Staff.
Initial feedback from delegates on course content, trainer’s style, knowledge and materials were on average over 9/10.
When asked about observed changes in behaviour, senior managers’ comments included:
Operations Director: “Well received. Positive and very useful. Very good impact on individuals in changing behaviour.”
Finance Director: “Quicker response and more on the ball. Sends fewer emails and has more face-to-face contact. [...] Another member of staff is more aware of how much she is relied on in the service delivery chain.”
Head of Operations: “I have seen a difference, definitely. [...] Overall, the training is giving dividends and we can see improvements. Change is slow but all is moving in the right direction.”